By: Madhu Raman, Ideation Head, Verizon
[Title Image Abbreviations: CRM – Customer Relationship Management, OPM – Offer Portfolio Management, PMML – Predictive Model Markup Language] The perceived status of the consumer experience enhancement industry from an innovation practitioner’s vantage point is that it is mature. Operational perspectives and best practices are continuing to emerge and seem to be linked to corporate engagements in one or more of Fix/Enhance/Create/Optimize type pursuits. Across these various engagement possibilities, customer data availability with embedded triggers fueling machine learning and Predictive Analytic techniques are used to enhance the experience. Currently the consumer experience management industry is on its fourth
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